Sometimes services need to change how they work to keep going.
Examples include:
> how long they can offer support to each person
> global health challenges (e.g. pandemic)
> geographic funding restrictions
> service goals or processes
Long waiting lists create pressure for services to support their communities.
In the pandemic, services changed how they served communities by remote working & they kept some new ways of working when they returned to ‘the new normal’.
Despite funding limitations, services found ways to expand who was eligible to receive support.
“So the 12 week is more of a guide because we shouldn’t really be going past that, only because we need to think about capacity & how many clients we’re dealing with. But there is a bit of flexibility in that given, you know, because we can’t be person-centred & then just cut people off.” – Signposter
Leadership provided input & support to review existing practices. They were also involved in conversations around changing service goals.
What to consider
Community signposting services need to work flexibly & continually adapt to support service users. Consider the following strategies to help make use of opportunities & avoid similar problems in your service:
Providers have flexibility to meet community needs (+)
What to do
Encourage staff to adapt what the service can offer.
How to do it
Staff work to provide what the community needs as it changes.
What changes
Service includes everyone.
Service meets people’s needs.
Being flexible in how long services can work with a person (+)
What to do
Encourage flexibility in support
duration.
How to do it
Adjust processes to extend or reduce support duration as needed.
What changes
Service includes everyone
& meets people’s needs.
Service delivered as intended
& can be kept going.
Shorter waits for service.
Flexible use of available space (+)
What to do
Change use of available physical space to deliver activities.
How to do it
Consider using existing/other spaces differently as needed (e.g. group activities).
What changes
Service meets people’s needs
Delivered as intended
Service user-focused
Technology can support service users’ engagement at the start of working with them (+)
What to do
Offer different communication options to service users.
How to do it
Provide choice of phone/video calls to engage with service.
What changes
Service includes everyone
Service meets people’s needs
Service user-focused
Service fits within existing healthcare structure (+)
What to do
Build relationships with existing healthcare staff.
How to do it
Promote the service & make it fit within existing referral systems.
What changes
Shorter waits for service
Service can be delivered in
practice
Expanding service reach to wider community (+)
What to do
Be aware of where service users live to be able to reach them. Discuss with & convince funders to expand service user eligibility to access service.
How to do it
Improve access for people struggling to attend services due to where they live. Demonstrate public health benefits of expanding access.
What changes
Service includes everyone
Service meets people’s needs
Leaders support service improvements (+)
What to do
Leaders guide service developments & ‘go the extra mile’ beyond their daily tasks to sustain the service as a whole
How to do it
Leaders engage in service improvements, evaulation, extending access & filling resource gaps.
What changes
Shorter waits for service
Service can be kept going
Fitting in with national policies, priorities & guidance (+)
What to do
Service changes to fit in with national policy & guidance to meet funding requirements.
How to do it
Leaders guide service changes to fit with national priorities
What changes
Service meets people’s needs
Service can be kept going